Katy Taylor, newly appointed Chief Customer Officer at Southern Water, said “We are heartened to see our water complaints fall by 37% in the year to April 2021. We recognise our waste water complaints and first contact resolution still have a long way to go to meet our customers’ expectations and we are determined to keep improving.
“We have committed to resolve more complaints effectively the first time we receive them, reducing complaint escalations by 20% by next year. We will do this through improved training, more customer focused resources across the business and integrating our systems. This week I have hosted a conference to underline the importance of putting our custom terms at the heart of what we do every day which is an important and positive step forward.
“We know our customers want us to provide a reliable service to them and protect the environment with all we do. We are improving our use of sensors and analytics to predict and give early warning of blockage and potential flooding and pollution incidents. This will help us deliver on our commitment to reduce pollution incidents by more than half by 2025.”